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Practice Charter

Rights And Responsibilities Of The Patient

Failure to Keep Appointments

If you are unable to keep an appointment with any member of the team you should let the practice know immediately so that your appointment can be offered to someone else. Patients who consistently fail to keep their appointment without good reason may be contacted by one of the doctors and could be asked to register elsewhere.

NHS Zero Tolerance Policy

This practice will not tolerate any verbal or physical abuse of its staff. All incidents will be reported to the practice manager who will keep a log of such incidents. Physical abuse or threatening behaviour will automatically be reported to the Police. The patient will then be removed from the practice list and the Kent & Medway CCG will inform the patient that they need to register with a new doctor. Verbal abuse recorded in the incident log by the practice manager may be discussed with the GPs and the patient may receive a formal letter. If this occurs repeatedly then the patient may be removed from the practice list as above.


When you are attending the surgery for appointments, or for any other reason, please can you ensure your children are kept under adequate control and direct supervision whilst in the building. Please do not send children to the surgery unaccompanied. For legal reasons, it is sometimes necessary for us to ascertain that the adult accompanying the child has parental responsibility before treatment can be given. This is on occasion embarrassing for all concerned, and it is also sometimes necessary to make further checks.

National Programme For IT

Your medical records are held in the surgery on a stand-alone computer system which can only be accessed by members of the surgery team. Your name and address details are held centrally on the Connecting for Health computer system or 'National Spine'. The Government has rolled out a national programme to have everyone's important clinical information available via the National Spine and our practice is taking part by uploading patient records to the spine unless you tell us you don’t want your records uploaded. This means that should you need to be seen in an emergency away from the practice, but in England, your up-to-date medical history will be available at the time. At the moment it is everyone's right to opt out of this 'summary care record' should they wish to do so. Opting out does not remove your right to have electronic transfer of prescriptions or any other aspect of your care.

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